Customer Service Team Lead - Warehouse
About The Position
We are looking for a motivated and experienced Customer Service Team Lead to manage a high-performing team onsite at our client's facility in Sandston, VA. This role is essential to driving operational excellence, ensuring client satisfaction, and maintaining seamless communication between customers and logistics operations. In this role, you will: Lead, coach, and develop a team of customer service representatives to deliver exceptional service and meet performance goals. Handle escalated customer inquiries with professionalism and accuracy. Collaborate with cross-functional teams to meet turnaround times and service delivery targets. Partner with internal stakeholders to generate and analyze customer activity reports and performance trends. Conduct root cause analysis to identify service gaps and implement initiative-taking solutions for continuous improvement. Location: This is a full-time onsite role based at a client office in Sandston, VA. We are excited to meet people who share our mission and can make an impact in a variety of ways. Do not hesitate to apply, even if you only meet the minimum requirements listed. If you have transferable skills, a passion for problem solving, and a drive to improve processes, we would love to hear from you.
Requirements
- Minimum 2 years of customer service experience in a warehouse or distribution center environment
- At least 2 years in a supervisory or team lead role.
- Strong leadership, team building, and conflict resolution skills.
- Proficiency in Microsoft Office and logistics/customer service software.
Nice To Haves
- Bachelor's degree in business, logistics, or a related field.
- Familiarity with food safety standards and temperature-controlled transport regulations
Responsibilities
- Lead, coach, and develop a team of customer service representatives to deliver exceptional service and meet performance goals.
- Handle escalated customer inquiries with professionalism and accuracy.
- Collaborate with cross-functional teams to meet turnaround times and service delivery targets.
- Partner with internal stakeholders to generate and analyze customer activity reports and performance trends.
- Conduct root cause analysis to identify service gaps and implement initiative-taking solutions for continuous improvement.
Benefits
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Number of Employees
5,001-10,000 employees
